Customer Service Representative

Customer Service Representative

RTA Cabinet Store @ Renovation Brands

About This Position:

We are seeking a reliable, highly organized Customer Service Representative to support our customers by delivering a consistent, professional, and positive customer experience through accurate communication and dependable follow-through.  This role is focused on consistent execution and service quality within established processes and performance expectations.

The ideal candidate brings excellent customer service fundamentals, comfort working in a fast-paced Remote environment, and the ability to quickly learn detailed product and process information. While experience in home improvement or cabinetry is a plus, we are willing to train the right candidate who demonstrates clear communication skills, strong attention to detail, and a customer-first mindset.

This role supports customers across multiple communication channels and focuses heavily on post-sale support, issue resolution, and timely follow-up. 

• Location:  100% Remote.   (Required to work from any location within the USA.)
• Reports to:  Customer Service Manager
• Hourly Pay Rate:  $20.00 - $22.00 (based on experience & interview performance)

Schedule & Availability:

Our current business hours are Monday–Friday, 9:00 AM–6:00 PM EST, with no Saturday coverage at this time. 

This Full-Time role requires flexibility to support a rotating schedule, which will include late weekday shifts and Saturday coverage. 

Expanded coverage beginning in the Spring of 2026 will include the above 9am – 6pm shift, along with a mix of:

• Weekday shifts:  11:00 AM–7:00 PM EST
• Saturday shifts:  9:00 AM–5:00 PM EST

New hires will be expected to participate in the rotation. Candidates should apply only if they are able to support these hours.

What You’ll Do:

• Support customers Remotely across phone, email, and other communication channels while delivering a consistent, professional experience.
• Monitor, manage, and respond to inbound requests in a timely manner, ensuring follow-ups with customers and vendors are completed as needed.
• Own customer cases from initial contact through resolution, maintaining accuracy and attention to detail throughout the process.
• Communicate clearly and professionally, ensuring information provided to customers is accurate and aligned with company standards.
• Act as a liaison between customers, vendors, and internal teams to resolve post-sale questions or issues.
• Adapt to changing priorities and workflows while maintaining expected service levels.
• Meet established phone service-level expectations (90% SLA) and consistently achieve individual Customer Service performance metrics.
• Learn and accurately communicate product and order-related information to assist customers effectively.
• Work collaboratively with the Customer Service team to ensure coverage, consistency, and customer satisfaction.
• Follow established processes and contribute feedback when opportunities for improvement are identified.

What We’re Looking For:

• Prior customer service experience, preferably in a retail, e-commerce, or Remote call center environment.
• Excellent written and verbal communication skills with the ability to explain information clearly and professionally.
• Comfort working in a performance-driven environment where individual and team metrics are measured and reviewed regularly.
• Ability to manage multiple tasks, prioritize effectively, and maintain accuracy in a high-volume setting.
• Solid attention to detail and follow-through, with a focus on owning issues through resolution.
• Ability to remain calm, professional, and solution-focused when working with frustrated or escalated customers.
• Willingness and ability to learn product information, systems, and processes quickly.
• Reliable attendance and schedule flexibility to support rotating shifts, including evenings and Saturdays when required.
• Coachable mindset with openness to feedback and adherence to established processes.

Candidate Experience:  

• Ensuring a smooth and enjoyable candidate experience is very important to us at Renovation Brands.  For transparency, our interview process varies in length, depending on the position and appropriate number of interview stages.  

• Collaboration is a key proponent of success at Renovation Brands, which is on display during our interview process for a number of positions where it is common to have members of our Senior Leadership Team as well as your future manager partake as Interviewers.  This provides candidates with immediate facetime and rapport building.   

Artificial Intelligence (AI) Usage:

We recognize that AI tools can be helpful in preparing for the job search process. To ensure a fair and transparent evaluation, we ask that candidates represent their own work and responses throughout our hiring process. While candidates may use AI tools for preparation, all assessments and interviews must reflect their own experience and capabilities.

About Renovation Brands:

Home is one of the most sacred places, where everything is more personal and where memories are made. At Renovation Brands, we have a tremendous opportunity to create engaging experiences and lasting relationships with our consumers. 

Our focus is on creating design-rich home improvement product offerings via Ecommerce that offer innovation that matters to consumers and enhances not only their environment and aesthetics but also the way they live.

Commitment to Diversity:  

At Renovation Brands, we value an inclusive, transparent work environment where every voice is heard. We embrace our differences and believe that when you feel welcomed, valued, and empowered, it drives innovation and strengthens our culture.

As we grow, bringing on great talent is key to achieving our mission. From California to New York, our diverse team collaborates on groundbreaking Ecommerce projects nationwide. We believe our diversity makes us stronger and better equipped to serve customers globally.

Our Benefits:

At Renovation Brands, we have you covered when it comes to our comprehensive Benefits Package, including: 

• Competitive Base Salary in line with market expectations
• Medical, Dental, and Vision plans
• 401(k) Safe Harbor Plan with 4% employer match dollar for dollar
• Paid vacation allocated by position, and numerous paid holidays
• Paid Parental Leave
• Paid Sick Days (based on applicable state laws)
• Employee Discount program across all brands at a price of 10%-20% above cost
• Voluntary Life Insurance & Disability Insurance
• Voluntary Accident & Critical Illness Insurance
• Employee Referral Program w/Monetary Bonus
• Discounts through LifeMart

Our Mission:

Empowering our customers to bring their visions to life.

Our Culture & Values:

Our employees are our most precious resource. We want to create an environment where people build on each other’s ideas, are empowered within their roles to drive growth, and use our consumer insight tools to better serve all of our constituents. 

Our foundation is supported by five (5) core values that serve as pillars of our culture: 

• Empower the Customer – This is about their vision, not ours. 
• Think big. Move fast – We sprint when others stroll. 
• We’re a team first – Period. 
• Fearlessly Transparent – Robust debate, wholehearted respect, and commitment required. 
• Do’ers Not Dreamers – We get more done with a match than other companies do with a blowtorch. 

Our Brands:

American Tin Ceilings | Reggio Registers | Baseboarders | RTA Cabinet Store | Electric Fireplaces Direct | Mantels Direct | Trueform Concrete & Blendhouse | Cast & Bevel | Vent Covers Unlimited | Madelyn Carter

Visit us @ RenovationBrands.com & on LinkedIn @ Renovation Brands - LinkedIn